Description
Intuition Machines uses AI/ML to build enterprise security products. We apply our research to systems that serve hundreds of millions of people, with a team distributed around the world. You are probably familiar with our best-known product, the hCaptcha security suite. Our approach is simple: low overhead, small teams, and rapid iteration.We are currently seeking an experienced professional to support our highly skilled Customer Support team. The role involves covering weekends or one day over the weekend.
Your expertise would be a valuable addition to our team.As a Senior Software Support Engineer with Linux, well versed in broad range of IT technologies and domains, seasoned in supporting software and security products, you will deliver unprecedented value to set the world-class bar for our Customer Support operations.
What will you do:
- Perform an initial triage of the reported issue and carry out the investigation and restoration.
- Escalate issues to higher levels of Support - Engineering and Security as necessary.
- Take responsibility for restoring advanced issues related to our Enterprise Cybersecurity services offering.
- Communicate incident management progress affecting our customers effectively.
- Act as an ambassador for our Customer Support function and maintain key relationships with internal and external stakeholders.
- Coordinate the recovery of services during outages or disruptions by leading cross-functional global technology teams.
- Act as the single point of contact to key senior stakeholders including business and technology leadership as well as external partners and customer facing groups.
- Play an integral part in developing our enterprise-wide Service Assurance capability through driving and aligning operational best practices across the technology organization.
- Ensure meeting our excellence goals on a constant basis and identify continual process improvements opportunities.
- Enhance the internal documentation, processes and automation to take our Operations to the next level.
- Guide and Support our Tier 1 Customer Support Team with the process and assist them whenever needed.
What we are looking for:
- Several years of experience as a Support Engineer for advanced Software Products / Platforms.
- Web Frontend Development experience with web pages development background is a substantial plus.
- SQL knowledge is a substantial plus for interacting with our technology stack.
- Working knowledge and hands-on experience with Python, JavaScript programming languages is a great plus.
- Strong analytical thinking and eager to learn new technologies.
- Prior experience with ticket management platforms automation / playbooks / scripting is a great plus.
- Excellent interpersonal, influencing skills, interacting appropriately with colleagues of many technical skill levels, remaining calm and courteous while working in a high-stress situation to resolve incidents.
- A self-starter with an organized and methodical approach to problem solving through attention to detail and a proven ability to build relationships with internal and external, technical and non-technical stakeholders.
- A fast learner with an inherent ability to understand complex technology solutions and communicate the impact of incidents in both Technology and business terms.
- Full working proficiency in English is essential. Strong verbal and written communication skills are necessary for effective collaboration within our team and with external stakeholders.
- Bachelor’s degree in Computer Science or equivalent is a plus.
- Availability to work on weekends is required. Possible schedules include Tuesday to Saturday or Wednesday to Sunday.
What we offer:
- Fully remote position with flexible working hours.
- An inspiring team of colleagues spread all over the world.
- Pleasant, modern development and deployment workflows: ship early, ship often.
- High impact: lots of users, happy customers, high growth, and cutting edge R&D.
- Flat organization, direct interaction with customer teams.
We are committed to building an inclusive and diverse global workforce. We believe that the best way to learn, grow, and succeed, both as individuals and as a company, is to foster a culture that is fundamentally rooted in equality.Join us as we transform cyber security, user privacy, and machine learning online!
